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Synergy

Leading Western Australians to their intelligent energy future… by having the customer at the heart of everything we design, deliver and do.

Holistic measurement plan and technology roadmap

Vision

The customer is at the heart of everything we do

  • To understand our customer’s unique needs and concerns, and ensure they are treated more than a transaction
  • To provide comms, support, products & services that meet customer’s unique needs
  • To change customer’s perception of Synergy, by educating them around energy landscape & their energy consumption
  • To change customer’s energy consumption behaviour, by providing helpful solutions

Living the vision looks like

  • Needs of Western Australians will be front and centre, and we are providing West Australians with benefits & better experiences
  • All teams will collaborate toward the same goals
  • We have consistency in our processes
  • We have the skills & resources needed
  • We are using data to think ahead strategically & forecast

We’ll know it’s working because

  • Better Customer Experience Score (CES) & more positive overall feedback (less negative)
  • Less calls to Call Centre and reduced cost to serve by increasing self serve
  • Increase in market share for: electricity (contestable customers) solar PV and battery

The plan

  • Digital Balance ran a series of workshops to understand and define the CX strategy and subsequent roadmap.
  • From the outputs of the workshops, we put together a strategy, recommendations and roadmap with prioritised features and dependencies.

The work

  • A 3-year program with features and technology recommended seek to maximise capability of current platforms, whilst assisting Synergy to know their customer, deliver more data-driven decisions and personalised experiences to customers.
  • Set the up the team with processes, frameworks and knowledge to be able to run experimentation and personalisation programs ongoing.

A three-year approach

Setting solid foundations is key when becoming data driven, whether the business is at the beginning of the journey or working towards a personalised 1:1 experience. We assessed Synergy’s maturity across 4 key pillars: Strategy, Process, People, and Data & Technology.

The final roadmap is in three stages reflecting the growth year on year from foundational work through to innovation and a mature program. Each stage delivers value to the business, whilst building on prior work to enable the long-term view of a frictionless and personalised experiences for all customers.

Focus areas

  • Technology platforms
  • Personalisation
  • Experimentation
  • Single view of the customer
  • Future success
  • People & Process
  • BAU

Timeline

  • Year 1: Foundational & Quick Wins (Know Me)
  • Year 2: Optimising and building out view of customer (Advise Me)
  • Year 3: Mature CX & Data / Innovation (Tell Me)

Contact us

to discuss a range of services and support to suit your business needs and goals.

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Need Some Help?

We can work onsite or remotely with you and your team to provide capacity uplift or ongoing support as you need.

Need additional MarTech resources to supplement your team for special projects or to provide given expertise?

Data quality and integrity is key to any data strategy. We undertake audits and health checks that can give you peace of mind.

If you know your data could be working harder, but you’re not sure where to start, we can help.

We can help you build dynamic dashboards based on important metrics to fully inform the business.

Is it a CDP or a DMP that is right for your organisation? Let us help you work through the pros and cons.

Let us show you how to bring your online and offline data together to create a best picture of your customers.

Martech Talks: The Four Stages Of Attribution Excellence

This webinar was recorded in October 2023.

Note that the information contained in this presentation should not be taken as legal advice. Digital Balance and its partners recommend that you undertake your own legal investigation.

Martech Talks: Privacy and Data Governance

This webinar was recorded in August 2023.

Note that the information contained in this presentation should not be taken as legal advice. Digital Balance and its partners recommend that you undertake your own legal investigation.

Martech Talks: Privacy Changes and Data Security

This webinar was recorded in July 2023.

 

Note that the information contained in this presentation should not be taken as legal advice. Digital Balance and its partners recommend that you undertake your own legal investigation.